"You can get a lot of information from customer surveys, but **there are always ways of explaining away the data**. With short pay, you absolutely have to pay attention to the data. **You often don’t know that a customer is upset until you lose that customer entirely**. Short pay acts as an early warning system that forces us to adjust quickly, long before we would lose that customer --- **Tags** -- [[quotes]], [[data-analytics]], [[client-service]], [[customer-feedback]] **Source** -- [[202410171047 - B - Good to Great]]